Online registration is now closed, but there's still spaceJust come along this evening

Based on your comments and feedback the Management Consultants Forum has been dramatically revised starting in September 2010.

New location:

Meetings are now at the Collins Center at SMU, giving us access to larger, brighter surroundings. Parking will be free, courtesy of Novo1.

New schedule:

We're now meeting on the second Monday of each month from September to May, and starting at 6pm

Reduced price:

We've knocked $5 off the price of most tickets.

Enhanced networking:

We've changed to a buffet meal to give more opportunity to network and have also invited faculty, executive advisors, alumni and students of SMU Cox's Executive MBA and Professional MBA programs, enhancing the scope for networking.

Monday, November 8, 2010

John Goodman

Vice Chairman - TARP Worldwide

Mr. Goodman has over 30 years of experience in providing customer experience management assistance to clients in both the public and private sectors. Business Week credits Mr. Goodman’s research for creation of the GE Answer Center, the original customer satisfaction contact center, as well as instigation of service initiatives at American Express, Coors and Toyota in the 1980s. His clients have included USAA, IBM, Baylor Health System, Pepsi Cola, Kroger, Honda, Merck, Cathy Pacific Airways, Apple, American Express and Neiman Marcus.

Mr. Goodman has a B.S. in chemical engineering from Carnegie Mellon University and an M.B.A. from Harvard Graduate School of Business Administration, where his specialties were operations research and management control.

Riding the Wave of Customer Experience: Using Service as a Word of Mouth Management System

Have you ever heard the statistic that "one customer with a bad experience will tell at least five others?” Have you ever wondered whose research discovered that insight? Well look no further – it was our November Forum speaker John Goodman.

Join us at the next IMC DFW Management Consulting Forum meeting, and learn how to use excellent service as a Word of Mouth Management System. The Forum will be presented by John Goodman, who believes that "an excellent Customer Experience (CE) is the most effective way to add new customers without spending a fortune on marketing; you simply get your existing customers to sell you to new customers”. He will share the six concepts he has identified to help consultants measure and manage "word of mouth”, including how to:

Create an actionable integrated Voice of the Customer that places all marketing and customer touches in a single framework that allows rational resource allocation and gets things fixed

Use technology to delight rather than aggravate – deliver psychic pizza

Delight and exceed expectations only when it is cost effective!

Mr. Goodman will be giving away ten copies of his book Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits.

Network, enjoy the informal interchange with professional colleagues, and come prepared to challenge the speaker with your probing questions.

Agenda and Reservations

Networking & Hors d'oeuvres:

6:00 - 7:00 pm

Program:

7:00 - 8:00 pm

Cost:

Members: $25 - 5 business day advance $30 - 1 business day advance $35 - same day / at door

Visitors and Guests: $35 - 5 business day advance $40 - 1 business day advance $45 - same day / at door

Parking:Use the Binkley Parking Garage. Parking will be validated courtesy of Novo1.